Technical Solutions Associate

• Assists with issue or incident investigations by gathering and documenting necessary information 

• Collects information to understand problems and identify their origin 

• Research precedents and known solutions for basic or routine problems 

• Assist with quality reporting and feedback 

• Provides day-to-day technical support for complicated internal and external systems hardware/software and connectivity issues to mitigate customer impact with a goal of first contact resolution 

• Implements prescribed steps and ensures effective resolution, escalating troubleshooting if needed 

• Provides high-level customer service to inquiries and issues 

• Learns/assists to identify or detect a known pattern that is hidden in other distracting material to understand opportunities for improving services and/or products 

• Seeks relevant information to ensure own understanding of complex information 

• Assists team members in the creation of routine technical communication materials (e.g., policies & procedures, guidelines, presentations, messages) 

• Develops an understanding of the different audience groups in the business unit/function that receive technical communications and how they differ from each other 

• Respond to queries promptly via work-approved tools (email, Slack, Excel, etc.) 

• Help coordinate stakeholder input and collaboration efforts when developing solutions to issues 

• Learn to think broadly and understand how, why, and when policies/processes are standardised and when they differ across the organisation 

• Execute tasks and provide data to support the implementation of holistic solutions that forge linkages between structure, people, process and technology 

• Apply understanding of fundamental statistical methods to complete basic tasks

• 6+ months of experience in a vocational role 

• High School or a related field; or equivalent related professional experience 

• being able to understand problems and identify their origin 

• Implement prescribed steps and ensure effective resolution, escalating troubleshooting if needed 

• Knows basics about infrastructure services 

• Familiar with cloud infrastructure services 

• Know basics about some concepts with systems (e.g. client/server architectures, the purpose of a database, how browsers and applications interact.) 

• Generate reporting and identify action items 

tech knowledge: 

• Basic technical troubleshooting skills. 

• Knowledge of SQL and Excel is essential. 

Nice to have:

• Python, C++, other programming languages  

• Querybook, Splunk, Kibana, and Postman 

• Scrum/Agile methodologies 

• Automation experience, AI 

• Understanding of API, XML 

• Salesforce, Jira, Confluence 

• Analytical skills and proactive, solutions-oriented approach 

• Experience in working with big datasets. 

• Process simplification experience.